Centrex Technologies

CHICAGO — It is very important for laundry operators to learn about their customers and even potential customers, shares Jo Dekmak, member services manager at Metropolitan Detroit Area Hospital Services Inc.

“Outstanding customer service distinguishes your laundry from other laundries,” she says. “Building those relationships will not only improve agreed-upon service levels but will also improve communications and resolve issues promptly.

“Learning about each other will build partnership, loyalty and will create positive experiences that might also be shared with other potential customers.”

But how can industrial and institutional laundry operators learn more about their customers and potential customers?

American Laundry News asked Dekmak and customer service/experience guru Shep Hyken to find out more about the process of enhancing relationships with business-to-business (B2B) customers.

Understanding Current, Potential Laundry Customers Better (Part 1) CHICAGO — Value of getting to know customers, deepening relationships